# Manage returns This page explains how return requests move through their lifecycle — from the moment a customer submits one to the final resolution. Understanding these statuses helps you process returns efficiently. ## **How a return request works** When a customer submits a return through your return page (or when you create one on their behalf), ParcelWILL (Formerly ParcelPanel) Returns creates a return request. Each request tracks two things at the same time: * **Request status** — which stage of the lifecycle is this request in? * **Resolution status** — after you approve it, how far along is the refund or exchange? ## Request status Every return request is in exactly one of these statuses at any time. They cannot overlap.
StatusWhat it means
Pending reviewThe customer has submitted a return request. It's waiting for you to review and take action.
ApprovedYou've approved the request. The return is now being processed (refund, exchange, or other solution).
ResolvedThe return is fully complete — the refund has been issued or the exchange has been fulfilled.
RejectedYou've declined the request. This is a final status and cannot be reversed.
ArchivedYou've archived the request to keep your active list clean. Archived requests don't appear in other status tabs.
### How request status flows
The typical flow is: **Pending review** → **Approved** → **Resolved** You can also reject a request at any point before it's resolved: * From **Pending review** → **Rejected** * From **Approved** → **Rejected** {% hint style="warning" %} Rejecting a return request is permanent and cannot be undone. Make sure you've reviewed the request carefully before rejecting it. {% endhint %} **Archiving** works differently from the other statuses. You can archive a request from any status. When you archive a request, it moves to the **Archived** **tab** and no longer appears in other status tabs. You can **unarchive it** at any time to restore it to its previous status. {% hint style="info" %} Archiving is useful for cleaning up your active request list without permanently removing requests. For example, you might archive resolved requests from last month to focus on current ones. {% endhint %} #### When does a request become Resolved? A request automatically moves to **Resolved** when its process status reaches the final stage. This means: * For **refund** solutions — the refund has been issued (process status reaches "Refunded") * For **exchange** solutions — the exchange order has been created or linked (process status reaches "Exchanged") * For **downsell exchanges** — both the exchange must be completed AND the price difference must be refunded before the request becomes Resolved
## Resolution status Once you approve a return request, the process status tracks the progress of the chosen solution (refund or exchange).
#### Refund solutions Refund solutions include refund to original payment, bank transfer, Wise, gift card, store credit, and discount code. Regardless of the refund method, the process status follows the same flow: **Pending refund** → **Refunded** The request stays in "Pending refund" until you **click the Refund button** to process the refund. Once the refund is complete, the process status changes to "Refunded".
#### Exchange solutions Exchange types: same value (Replace), higher-priced item (Upsell), lower-priced item (Downsell). The process status flow is: **Pending exchange** → **Exchanged** The request stays in "Pending exchange" until you create or link an exchange order. Once the exchange order is in place, the process status changes to "Exchanged."
{% hint style="info" %} For **replace** (same item) solutions, there is no refund involved — the process status only tracks the exchange, never the refund. {% endhint %} #### Downsell exchanges (exchange for a lower-priced item) When a customer exchanges for a lower-priced item, you need to both fulfill the exchange AND refund the price difference. In this case, the return request tracks two process statuses: * **Exchange**: Pending exchange → Exchanged * **Price difference refund**: Pending refund → Refunded The request only can becomes Resolved when both are complete. {% hint style="info" %} For downsell exchanges, you'll only see **one pending status** at a time. "Pending exchange" takes priority — you'll see "Pending refund" only after the exchange is completed. {% endhint %} #### Upsell exchanges (exchange for a higher-priced item) When a customer exchanges for a higher-priced item, they pay the price difference during the return submission process. **The exchange order is created automatically**, so the process status moves directly to "Exchanged" and the request can becomes Resolved. ### Received and restock In addition to request status and process status, you can independently track whether the returned items have been received and restocked. These are separate from the return workflow and don't affect when a request becomes Resolved. * **Mark as received** — available after you approve a request. Use this to record that the returned item has arrived at your warehouse. * **Restock** — available after you mark an item as received. Use this to record that the item has been added back to your inventory. You can process a refund or exchange without marking the item as received first — these actions are independent. {% hint style="info" %} Marking items as received and restocked is optional but recommended. It helps you keep accurate inventory records and provides a clear audit trail for your team. {% endhint %} ### Automation indicators When you see a ✦ icon next to a process status tag (such as ✦ Refunded or ✦ Exchanged), it means that step was processed automatically by your [automation workflows](/help-center/automation/how-to-process-return-requests-automatically.md). Returns without this icon were processed manually by your team. ## In this section * **How customers submit a return** — understand the return request flow from the customer's perspective. View guide → * **Review and approve requests** — learn how to review incoming requests, configure return shipping, and approve them. View guide → * **Process a refund or exchange** — issue refunds and fulfill exchanges once a request is approved. View guide → * **Track shipping and return details** — monitor return shipments and mark items as received or restocked. View guide → ## Need help? 🌻 If you have any questions, feel free to reach out to [our support team](mailto:returns@parcelpanel.ltd). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://parcelwill-returns.gitbook.io/help-center/management/manage-returns.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.